While the vast majority of eBay transactions are trouble-free, there are occasions when transactions do not work out as expected. If you face any transaction problems, our Buyer Protection Program can be of great help.
The program reimburses buyers for eligible transactions when an item purchased on eBay was not received or was received but significantly not as described.
Learn more about the Buyer Protection Program
If you face any transaction problems, you can choose to:
Note: Your eBay claim must be filed between 30 and 90 days after the listing ends.
Contacting the seller
If you cannot contact your seller through email, you can request their contact information (name, city, and telephone number) directly from eBay.
To protect the privacy of eBay users, you can only obtain contact information for eBay users who are involved in your current or recent transactions.
To request a member's contact information:
- Click the “Advanced Search” link, located under the Search button in the top right corner of most eBay pages.
- Under the Members section on the left side of the page, click the “Find Contact Information” link and provide the User ID of the member and the Item number of the transaction you have in common.
How does the Buyer Protection Process Work
Filing an Item Not Received or Significantly Not As Described dispute
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Note: You can also file a dispute from the Security & Resolution Centre .
After your dispute is submitted, eBay contacts the seller through email.
The seller has several options to respond to the dispute:
- I would like to communicate with the buyer. The seller can then post a message for the buyer to review.
In an Item Not Received dispute, the seller can also respond:
- Payment has not been received, or has not yet cleared.
- I've already shipped the item. If the item has already been shipped, the seller may provide shipping details for the buyer to review.
- I'll offer a full refund. The seller can offer 100% refund to the buyer.
In an Item Significantly Not as Described dispute, the seller can respond:
- I've shipped a replacement item. If the seller has shipped a replacement item, the seller may provide shipping details for the buyer to review.
- I'll offer a refund. The seller can offer a full or partial refund to the buyer to resolve the dispute.
Dispute Resolution or Escalation
Depending on the outcome of the dispute, you can select one of the following three options on the dispute page:
- I'd like to add a message to the seller and continue communication. If you have opened communication with the seller and have still not resolved your transaction problem, you can try to communicate again with the seller.
Remember: A dispute can only be open for 90 days after the transaction date. If the buyer has not closed the dispute within 90 days, it will be automatically closed and buyer may not be able to avail Buyer Protection Claim
- My concerns have been resolved. With this option, no action is taken against the seller's account and the buyer is not eligible to file a claim under eBay's Standard Purchase Protection Program .
Note: A closed dispute cannot be re-opened , so the buyer must be sure that they are entirely satisfied before they decide to close a dispute using this option. For example, if the buyer is offered a full refund by the seller, they should not close the dispute until they have received the full refund.
- I feel I have no other option but to escalate this to a claim. eBay's Standard Purchase Protection Program reimburses buyers for eligible transactions .
If you choose the 3 rd option and if the transaction is eligible, fill out and submit the online Standard Purchase Protection Program claim form. eBay's claim administration will contact you within 14 days of submitting the claim with a request for proof of payment.
If the selected reason is "received but significantly not as described" then you will have to produce a letter of authenticity. The seller's account may be restricted or suspended and you become eligible to be reimbursed for your transaction:
- For items paid using safe payment methods like cheque, demand draft etc., you may be reimbursed up to Rs.10, 000 (minus Rs.50 processing cost).
- For items paid using PaisaPay, you may be reimbursed up to Rs.50,000 (minus Rs.50 for processing costs).
Learn more about eligibility to file a claim under eBay's Buyer Protection Program .
